ITPEC FE Morning April 2018 Question 57
According to the ISO/IEC 20000-1:2011, which of the following is a control process that includes the identification, control, recording, tracking, reporting and verification of CI and the management of CI information in the CMDB?
Explanation
Configuration management — the process that identifies, controls, records, tracks, reports and verifies configuration items (CIs) and keeps their information in the CMDB.
A CI is any component that must be managed to deliver a service: hardware, software, documents, even services themselves. Configuration management gives each CI an identity, records its attributes and relationships in the configuration management database (CMDB), controls changes to those records and verifies them against reality. Other processes rely on this accurate information.
Answer (c)
Why not others:
- •(a) Capacity management — makes sure there is enough capacity to meet current and future agreed demand
- •(b) Change management — assesses, approves and schedules changes to CIs; it uses CMDB data, but keeping the CI records is configuration management's job
- •(d) Release and deployment management — plans, builds, tests and deploys releases into the live environment
Key rule: Change management decides whether a CI may change; configuration management records what the CIs are and how they relate.
Service Management · AI-written, may contain errors
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